CallMiner has expanded its RealTime platform with new agentic AI capabilities, giving contact center agents on-demand, context-aware guidance during live interactions.
Announcing the enhancement today at CCW Las Vegas, the company views this enhancement as a step toward more transparent and human-centric AI deployment.
For CX leaders navigating the next phase of AI adoption, the growing demand for tools that augment frontline decision-making reflects the next phase in AI adoption.
Bruce McMahon, Chief Product Officer at CallMiner, explains that the enhancement reflects the company's commitment to delivering measurable AI value through practical, agent-first innovation.
“AI is transforming the contact center, and CallMiner is focused on applying it in ways that deliver meaningful, measurable value to our customers,” he said.
“This is an important step forward in our vision for agentic, real-time AI — practical, human-centric innovation that works alongside agents, strengthening their performance while maintaining human-in-the-loop oversight critical to delivering better customer experiences and business outcomes.”
The Case for Explainable AI
As contact centers accelerate their application of AI, many leaders are navigating the challenge of black-box solutions that deliver alerts with little context or transparency for frontline employees.
In fact, CallMiner's CX Landscape Report reveals that 47% of organizations are already providing real-time assistance to frontline employees during customer interactions to improve CX.
Today, embedded AI has become a core tool in day-to-day agent workflows, however its implementation quality has not always kept pace with adoption, as many current solutions are still generating automated prompts with little explanation of how recommendations were created.
This lack of transparency can introduce additional cognitive load for agents to validate recommendations independently while managing customer conversations, likely increasing compliance risk and slowing issue resolution.
This shift toward AI augmentation will enable transparency, explainability, and human-in-the-loop validation to become essential components of an effective contact center operation.
Putting Agents in Control
Building on its existing RealTime platform, CallMiner's latest enhancement introduces agent-initiated AI guidance to shift control to frontline employees during live customer interactions.
Agents can request support when handling complex customer queries or seeking additional information, with the AI generating context-aware recommendations from the organization's knowledge base.
